After having my first RealTouch replaced due to the lube reservoir leaking lube into the casing and out of the unit, I now have the same problem with my second unit. The odds of the exact same problem happening twice indicate to me that the mechanical design of the lube reservoir is not water-tight and thus anyone filling the lube reservoir runs the risk of leaks. This time, I found the case starting to crack at the seams, and leaking lube out of the case near the hexagonal belt-gear-tip at the end of the unit. If RealTouch ever redesigns their machine to fix this leakage problem, it would be nice to offer current owners a substantial discount on an upgrade.
It is strange that I keep hearing many problems like this. I hear of belt's falling apart, lube pump falure, Lube leaks from the rear of the unit, cracks and other problems. I was one of the first's to get a Realtouch and have no issues at all. I keep waiting for it to fall apart. I did have a Mini Tower fail and had it replaced.
I was wondering how many others have had no problems with thier RealTouches. If I have a rare solid unit, maybe RealTouch would like it back to find out why.
If you run into an issue with your real touch that you feel is out of the ordinary, or something you might of heard of on these forums, especially something significant, you always want to contact Customer Service no matter where you are in your warranty.
We treat each replacement process as an individual case and will work with you individually to troubleshoot efficiently to resolve the issue. If troubleshooting won't resolve it we will look at doing a free product replacement for you, whether it be the mini tower or the Real Touch unit itself, we will handle them all case by case.
So as always, if you have an issue with the device contact our Customer Support and we will work to resolve it.
(05-26-2010 02:22 AM)RealTouchCSR Wrote: [ -> ]If you run into an issue with your real touch that you feel is out of the ordinary, or something you might of heard of on these forums, especially something significant, you always want to contact Customer Service no matter where you are in your warranty.
We treat each replacement process as an individual case and will work with you individually to troubleshoot efficiently to resolve the issue. If troubleshooting won't resolve it we will look at doing a free product replacement for you, whether it be the mini tower or the Real Touch unit itself, we will handle them all case by case.
So as always, if you have an issue with the device contact our Customer Support and we will work to resolve it.
Customer service has been great about replacing defective units, and my third RT is on the way. Unfortunately, I would guess that they have not been redesigned, so unless my new one looks like a completely different beast, I won't be using the lube reservoir anymore. I really think it's time for the folks at RT to take advantage of the great unit sales they have had, and reinvest in a new model to offer as a replacement for the defective design of the first-run units.